Application Of Customer Service Enterprise Architecture In The Transportation Industry
DOI:
10.47709/cnahpc.v5i2.2744Keywords:
Business Process, Customer Service, Enterprise Architecture, Information Technology, Transportation IndustryDimension Badge Record
Abstract
In an era of globalization and rapid technological advancements, the transportation industry is under increasing pressure to provide services that are efficient, integrated, and accommodating to the diverse requirements of customers. Enterprise Architecture is a holistic approach that can assist organizations in planning, managing, and integrating crucial elements such as business processes, information technology, data, and people. Using a qualitative approach and case studies in the transportation industry, this study investigates how the application of Enterprise Architecture can provide substantial benefits for enhancing customer service. Data was gathered by conducting in-depth interviews with various transportation organization stakeholders, including senior management, information technology personnel, and customer service teams. In the context of the transportation industry, this study seeks to analyze and describe the application of Enterprise Architecture with a concentration on customer service. The study results indicate that implementing Enterprise Architecture to customer service in the transportation industry can provide several significant benefits. Firstly, an Enterprise Architecture framework facilitates a greater comprehension of business processes and consumer interactions. This enables more effective process redesign and enhancements to customer service delivery. The author emphasizes the significance of Enterprise Architecture implementation in enhancing customer service in the transportation industry. This holistic approach can assist organizations in addressing complex challenges in a dynamic environment and provides a firm basis for customer-focused strategic decision-making. The findings of this study will likely provide valuable insights for the transportation industry and other organizations considering Enterprise Architecture implementation.
Downloads
Abstract viewed = 945 times
References
Amanda, D., Hindarto, D., Indrajit, E., & Dazki, E. (2023). Proposed use of TOGAF-Based Enterprise Architecture in Drinking Water Companies. Sinkron, 8(3), 1265–1277. https://doi.org/10.33395/sinkron.v8i3.12477
Baptista, L. F., & Barata, J. (2021). Piloting industry 4.0 in SMEs with RAMI 4.0: An enterprise architecture approach. Procedia Computer Science, 192, 2826–2835. https://doi.org/10.1016/j.procs.2021.09.053
Benito, A., Bayu, P., Rahman, B., Hindarto, D., & Wedha, B. Y. (2023). Proposed Enterprise Architecture on System Fleet Management?: PT . Integrasia Utama. 8(2), 1116–1127.
Bolaños, C., Rojas, B., Salazar-Cabrera, R., Ramírez-González, G., Pachón de la Cruz, Á., & Madrid Molina, J. M. (2022). Fleet management and control system for developing countries implemented with Intelligent Transportation Systems (ITS) services. Transportation Research Interdisciplinary Perspectives, 16(January). https://doi.org/10.1016/j.trip.2022.100694
Bondarenko, O. A., & Mukovnina, N. A. (2022). The Influence of the Ways of Organizing Local Work on the Quality of Transport Customer Service. Transportation Research Procedia, 68, 146–150. https://doi.org/10.1016/j.trpro.2023.02.019
Chen, N., Sun, D., & Chen, J. (2022). Digital transformation, labour share, and industrial heterogeneity. Journal of Innovation and Knowledge, 7(2), 100173. https://doi.org/10.1016/j.jik.2022.100173
Daoudi, W., Doumi, K., & Kjiri, L. (2023). ScienceDirect ScienceDirect Proposal of a sensing model in an Adaptive Enterprise Architecture. Procedia Computer Science, 219(2022), 462–470. https://doi.org/10.1016/j.procs.2023.01.313
Habibie, T. J., Yasirandi, R., & Oktaria, D. (2021). The analysis of Pangandaran fisherman’s actual usage level of GPS based on TAM model. Procedia Computer Science, 197(2021), 34–41. https://doi.org/10.1016/j.procs.2021.12.115
Hindarto, D., Indrajit, R. E., & Dazki, E. (2021). Sustainability of Implementing Enterprise Architecture in the Solar Power Generation Manufacturing Industry. Sinkron, 6(1), 13–24. https://jurnal.polgan.ac.id/index.php/sinkron/article/view/11115
Hoyland, C. A. (2012). RQ-tech, a strategic-level approach for conceptualizing enterprise architectures. Procedia Computer Science, 12, 37–42. https://doi.org/10.1016/j.procs.2012.09.026
Kotsialos, A., & Vassilakopoulou, P. (2023). ScienceDirect ScienceDirect Fleet management enterprise systems and traffic control synergies?: a literature review and research agenda. Procedia Computer Science, 219(2022), 529–536. https://doi.org/10.1016/j.procs.2023.01.321
Oberle, M., Yesilyurt, O., Schlereth, A., Risling, M., & Schel, D. (2023). Enterprise IT Architecture Greenfield Design Combining IEC 62264 and TOGAF by Example of Battery Manufacturing. Procedia Computer Science, 217(2022), 136–146. https://doi.org/10.1016/j.procs.2022.12.209
Petrov, I., Malysheva, N., Lukmanova, I., & Panfilova, E. (2022). Transport enterprise architecture and features of its personnel management. Transportation Research Procedia, 63, 1462–1472. https://doi.org/10.1016/j.trpro.2022.06.157
Titi, R., Sari, K., Hindarto, D., & Nasional, U. (2023). Implementation of Cyber-Security Enterprise Architecture Food Industry in Society 5 . 0 Era. 8(2), 1074–1084.
Zhao, Z., Cheng, J. F., & Yoshikuni, Y. (2022). Chromosomal integration of complex DNA constructs using CRAGE and CRAGE-Duet systems. STAR Protocols, 3(3), 101546. https://doi.org/10.1016/j.xpro.2022.101546
Zheng, P., Wu, J. Q., & Zhang, L. N. (2017). Research of the On-Line Evaluating the Cylindricity Error Technology Based on the New Generation of GPS. Procedia Engineering, 174, 402–409. https://doi.org/10.1016/j.proeng.2017.01.159
Downloads
ARTICLE Published HISTORY
Accepted Date: 2023-08-20
Published Date: 2023-08-21
How to Cite
Issue
Section
License
Copyright (c) 2023 Djarot Hindarto
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
